Annie Montgomery

Professional Summary
As a CDF Customer Service Officer, I provide high-quality, courteous service to clients, managing accounts and ensuring efficient task completion with personal accountability. I maintain strong relationships with external partners to facilitate seamless service delivery.

Key Relationships
I collaborate with CDF depositors, Funeral Directors, Clergy, Banks, Financial Institutions, the Catholic Education Office, and other Archdiocesan Financial Services departments.

Key Responsibilities

• Process customer instructions for account maintenance and transaction requests.
• Facilitate international fund transfers and repayments, and correspondence.
• Review periodic payment reports and address payments for church clients.
• Handle discrepancies and authorise withdrawals against uncleared funds.
• Load CDF Online applications, and manage direct debits.
• Process corporate credit card applications and maintain facility limits.
• Process Banking files and reconcile banking processes.
• Support back-office staff in maintaining task currency and compliance with Work Health and Safety (WHS) requirements.
• Identify opportunities for process improvement and undertake additional duties as requested by management.
• Involved in digitising archives and files from Vault.

Experience & Qualifications

• Extensive experience in banking, commerce, and customer service environments.
• Skilled in managing change and proficient in Microsoft Office Suite (Excel, Word, Outlook).

Personal Attributes

• Professional, organised, and able to prioritise tasks effectively.
• Strong customer focus with excellent communication and interpersonal skills.
• Discreet, resourceful, and self-motivated, with a proactive approach to challenges.
• Adaptable problem-solver with a commitment to confidentiality and ethical standards.

Other Conditions

• Completed a Police Check prior to employment, updated as per Archdiocesan policy.
• Compliant with the Safeguarding Children and Young People Policy and trained in reporting abuse and neglect.
• Participated in Work Health and Safety training programs, understanding employee rights and responsibilities.
• Engaged in regular meetings with supervisors to discuss operational challenges and opportunities for development.

Business Owner and Operations Manager

• Oversaw daily operations, providing feedback to meet short- and long-term goals.
• Achieved excellent customer ratings: 5-star on Facebook, 4.9 on Uber, 4.7 on Google.
• Streamlined workflow and administrative processes for smooth operations.
• Introduced methods to reduce turnaround times and enhance efficiency.
• Managed staff schedules to ensure adequate coverage for all shifts.
• Resolved escalated customer concerns swiftly, fostering loyalty.
• Improved health and safety by implementing cleaning schedules and adhering to health standards.
• Cultivated vendor relationships for food procurement.
• Monitored stock levels and reordered supplies to prevent shortages.
• Developed unique events and promotions to drive sales.
• Created and managed project plans, timelines, and budgets.
• Ensured food quality and presentation met standards before serving.
• Implemented inventory control systems to reduce waste.
• Trained kitchen staff to perform effectively under pressure.
• Inspected kitchen operations for quality and cleanliness.
• Increased café sales through effective marketing and improved customer relations.
• Identified team weaknesses and implemented corrective actions.
• Managed payroll, daily deposits, and cost controls effectively.
• Redesigned menu and café layout, enhancing customer satisfaction and profitability.
• Developed strategies to boost performance and streamline food preparation.
• Oversaw opening and closing procedures to ensure operational success.
• Operated Kitchen & bakery equipment to prepare high-quality menu including baked goods and pastries.
• Cultivated a strong organisational culture built on integrity accountability teamwork which resulted in higher retention rates among staff.

Loan Processing Support

Flexible work arrangement: 1 day in office, 4 days remote

• Assisted customers and brokers in preparing documentation for transactions and requests.
• Ensured compliance with internal controls and policies.
• Conducted banking and administrative tasks to deliver five-star service.
• Set up files using a loan officer checklist, ensuring timely submission for processing.
• Compiled applicant documentation, including credit reports and employment verifications, to support loan processing.
• Documented borrower information in the loan processing system, resolving discrepancies as needed.
• Calculated debt-to-income ratios to determine suitable loan amounts and prevent overextension.
• Monitored loan status and updated applicant information to reflect any financial changes.
• Completed training programs to enhance industry knowledge and skills.
• Provided exceptional customer support and follow-up, effectively resolving inquiries.
• Prepared files and PEXA Workspace for settlements in accordance with Westpac's policies and legislative requirements.
• Ensured accurate data entry for timely settlements and compliance with outstanding conditions.
• Communicated effectively with brokers, borrowers, and solicitors to keep them informed throughout the settlement process.
• Proficient in various banking systems, including PEXA and FMS.
• Represented Westpac Bank professionally, upholding corporate values through communication via phone, email, Teams, and PEXA Conversations.

Insurance Specialist - Call Centre
Flexible work arrangement: 2 days in office, 3 days remote

• Delivered high standards of customer service by building strong relationships with clients.
• Confidently handled inbound calls, adapting to each customer's needs.
• Provided exceptional service to both internal and external customers.
• Identified opportunities for additional Westpac group products and made appropriate referrals.
• Supplied accurate information about products and processes.
• Took ownership of customer requests and issues, ensuring thorough follow-up for satisfaction.
• Focused on enhancing the customer experience, aligning with BT satisfaction measures and external benchmarks while maintaining high KPIs.
• Developed and maintained effective working relationships with Westpac and BT compliance teams.

Customer Service

• Assisted a high volume of customers daily, maintaining a positive attitude and focus on satisfaction.
• Actively listened to customer concerns, resolving issues promptly and escalating significant matters to supervisors.
• Answered phone calls swiftly to minimise wait times for customers.
• Informed customers of special promotions and provided detailed product information.
• Maintained inventory of saleable items and promoted offers to maximise sales.
• Designed attractive merchandise displays to encourage purchases.
• Implemented training and procedures for kitchen staff in the hot food outlet.
• Ensured adherence to service station safety protocols, including cleaning spills as per procedures.
• Completed shift change tasks to maintain a neat and efficient environment.
• Trained new employees on routine operations and customer service excellence.
• Followed food safety procedures in accordance with company policies and health regulations to prevent foodborne illness.

Sales and Marketing Manager

• Managed sales promotions and marketing strategies to enhance brand visibility.
• Developed sales strategies based on consumer trends and market research.
• Collected, validated, and disseminated information to employees.
• Addressed employee concerns and recommended corrective actions.
• Maintained departmental records in the company database.
• Targeted new customers to expand geographic reach and increase revenue.
• Created and updated tracking spreadsheets for process monitoring and reporting.
• Ensured a safe work environment through employee training and safety procedures.
• Developed and managed project plans, timelines, and budgets.
• Oversaw packing operations for compliance with specifications.
• Analysed sales and marketing data to refine strategies.
• Engaged in proactive business development activities.
• Maintained high levels of customer service and satisfaction.
• Participated in marketing campaigns and organised trade shows for brand promotion.
• Executed general warehouse duties, including organisation and distribution.
• Performed administrative tasks, including invoicing, accounts payable and receivable, data entry, and debt collection.
• Redesigned warehouse layout to optimise space and processes for new equipment.
• Evaluated inventory for quality control and returned unacceptable materials to vendors.
• Boosted warehouse performance by overseeing dispatch operations and optimising employee schedules.
• Developed and implemented policy updates to enhance workflow and productivity.
• Maintained inventory levels based on sales forecasts to ensure timely order fulfillment.

Personal Lender Specialist | Small Business Banking Specialist | Concierge
Commonwealth Bank

• Maintained high customer satisfaction through innovative strategies that addressed needs and resolved concerns.
• Held diverse roles, including Customer Service Specialist and Relief Branch Manager.
• Delivered exceptional service to internal and external clients, maximising satisfaction and business success.
• Consistently achieved and exceeded KPIs across everyday banking, internet banking, credit cards, financial hardship assistance, superannuation, and small business banking.
• Developed and nurtured strong relationships with customers to encourage repeat business.
• Actively listened to customer concerns and provided end-to-end service solutions.
• Updated customer records to ensure accuracy and compliance.
• Offered tailored advice, focusing on individual customer needs and preferences.
• Participated in team meetings and training sessions to stay informed about product updates.
• Utilised customer service software to manage interactions and track satisfaction metrics.
• Addressed complaints promptly, implementing effective solutions to enhance customer experience.
• Cross-trained to support leadership roles and maintain operational efficiency.
• Assisted clients in making informed financial decisions and provided specialised financial planning support.
• Informed clients about strategies for reducing debt and maximising savings.
• Leveraged strong leadership and problem-solving skills to organise workflows and enhance team performance.